Remedy

BMC® Remedy® Service Desk: Incident Management 7.0
User’s Guide
June 2006
Part No: 60845

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Contents ! 3
Contents
Preface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Best Practice and New icons . . . . . . . . . . . . . . . . . . . . . . 10
About the BMC Remedy IT Service Management Suite. . . . . . . . . . . 10
BMC Atrium CMDB 2.0 . . . . . . . . . . . . . . . . . . . . . . . 10
BMC Remedy Asset Management 7.0 . . . . . . . . . . . . . . . . . 11
BMC Remedy Change Management 7.0 . . . . . . . . . . . . . . . . 11
BMC Remedy Incident Management 7.0 . . . . . . . . . . . . . . . . 11
BMC Remedy Problem Management 7.0 . . . . . . . . . . . . . . . . 12
BMC Service Level Management 7.0 . . . . . . . . . . . . . . . . . . 12
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
BMC Remedy IT Service Management Suite documents . . . . . . . . . . 13
Chapter 1 Introducing BMC Remedy Incident Management 7.0 . . . . . . . 17
Installing and configuring Incident Management . . . . . . . . . . . . . 18
What’s new in Incident Management 7.0 . . . . . . . . . . . . . . . . . 18
Incident Management user roles. . . . . . . . . . . . . . . . . . . . . 21
Requester . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Support staff . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Incident manager . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Process flow and the life cycle of an incident request . . . . . . . . . . . . 24
Chapter 2 Using functions common to all ITSM applications . . . . . . . . . 27
Opening the main application console . . . . . . . . . . . . . . . . . . 28
Using BMC Remedy User client to open a main console . . . . . . . . . 28

BMC Remedy Service Desk: Incident Management 7.0
4 "Contents
Using a browser to open a main console . . . . . . . . . . . . . . . . 30
Working with the Overview console . . . . . . . . . . . . . . . . . . . 31
Opening the Overview console . . . . . . . . . . . . . . . . . . . . 32
Using the Assigned Work table . . . . . . . . . . . . . . . . . . . . 32
Viewing and creating broadcast messages . . . . . . . . . . . . . . . . 36
Using the navigation pane . . . . . . . . . . . . . . . . . . . . . . 36
Using quick actions . . . . . . . . . . . . . . . . . . . . . . . . . 38
Auto-filling fields . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Working with records . . . . . . . . . . . . . . . . . . . . . . . . . 38
Searching for records . . . . . . . . . . . . . . . . . . . . . . . . 38
Printing records . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Modifying records . . . . . . . . . . . . . . . . . . . . . . . . . 42
Working with relationships . . . . . . . . . . . . . . . . . . . . . . . 43
Defining relationships . . . . . . . . . . . . . . . . . . . . . . . . 43
Copying relationships . . . . . . . . . . . . . . . . . . . . . . . . 46
Indicating impacted areas . . . . . . . . . . . . . . . . . . . . . . 47
Modifying relationships . . . . . . . . . . . . . . . . . . . . . . . 48
Performing quick actions on a relationship . . . . . . . . . . . . . . . 49
Removing relationships . . . . . . . . . . . . . . . . . . . . . . . 51
Adding work information . . . . . . . . . . . . . . . . . . . . . . . 51
Creating reminders . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Broadcasting messages . . . . . . . . . . . . . . . . . . . . . . . . 55
Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . 55
Viewing broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . 58
Sending pages and email messages . . . . . . . . . . . . . . . . . . . . 60
Paging a person or on-call group . . . . . . . . . . . . . . . . . . . 60
Sending email . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Working with reports . . . . . . . . . . . . . . . . . . . . . . . . . 65
Generating a report . . . . . . . . . . . . . . . . . . . . . . . . . 65
Using qualifications to generate a report . . . . . . . . . . . . . . . . 67
Generating a report using saved qualifications . . . . . . . . . . . . . . 70
Chapter 3 Working with the Requester console . . . . . . . . . . . . . . . 73
Requester role. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Service Request Management users . . . . . . . . . . . . . . . . . . . 74
Understanding the Requester console . . . . . . . . . . . . . . . . . . 76

User’s Guide
Opening the Requester console . . . . . . . . . . . . . . . . . . . . 77
Functional areas and tasks . . . . . . . . . . . . . . . . . . . . . . 78
Working with service requests . . . . . . . . . . . . . . . . . . . . . 80
Creating a service request . . . . . . . . . . . . . . . . . . . . . . 80
Filtering service requests . . . . . . . . . . . . . . . . . . . . . . . 83
Viewing a service request record. . . . . . . . . . . . . . . . . . . . 84
Modifying a service request. . . . . . . . . . . . . . . . . . . . . . 85
Searching for service requests by Request ID . . . . . . . . . . . . . . 86
Printing a service request. . . . . . . . . . . . . . . . . . . . . . . 86
Canceling a service request . . . . . . . . . . . . . . . . . . . . . . 87
Reopening a service request . . . . . . . . . . . . . . . . . . . . . 87
Completing surveys . . . . . . . . . . . . . . . . . . . . . . . . . 88
Viewing service requests with errors . . . . . . . . . . . . . . . . . . 90
Working with service requests as the Request Master . . . . . . . . . . . 91
Opening a service request record . . . . . . . . . . . . . . . . . . . 92
Reopening a service request . . . . . . . . . . . . . . . . . . . . . 93
Viewing or adding work information . . . . . . . . . . . . . . . . . 94
Viewing the event log and troubleshooting . . . . . . . . . . . . . . . 97
Service Request form. . . . . . . . . . . . . . . . . . . . . . . . . . 98
Working with the Solution database . . . . . . . . . . . . . . . . . . . 101
Viewing broadcast messages . . . . . . . . . . . . . . . . . . . . . . 102
Chapter 4 Working with Incident Management as support staff . . . . . . 103
Understanding the Support Console tab . . . . . . . . . . . . . . . . . 104
Setting application preferences . . . . . . . . . . . . . . . . . . . . . 106
Recording a new incident . . . . . . . . . . . . . . . . . . . . . . . . 108
Using the Process Flow Status wizard to record a new incident . . . . . . 109
Using a template . . . . . . . . . . . . . . . . . . . . . . . . . 112
Using the decision tree. . . . . . . . . . . . . . . . . . . . . . . 114
Using scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Relating incidents as duplicates . . . . . . . . . . . . . . . . . . . 114
Recording CI unavailability. . . . . . . . . . . . . . . . . . . . . 116
Adding or modifying a customer profile . . . . . . . . . . . . . . . 117
Understanding assignments . . . . . . . . . . . . . . . . . . . . . . 120
Receiving notification of assignments . . . . . . . . . . . . . . . . 121
Working with assignments . . . . . . . . . . . . . . . . . . . . . 121
Contents ! 5

6 "Contents
Reassigning an incident . . . . . . . . . . . . . . . . . . . . . . 124
Working with tasks . . . . . . . . . . . . . . . . . . . . . . . . 127
Investigating and diagnosing an incident . . . . . . . . . . . . . . . . . 132
Viewing an incident . . . . . . . . . . . . . . . . . . . . . . . 133
Searching for a solution . . . . . . . . . . . . . . . . . . . . . . 135
Recording the cost of working on an incident . . . . . . . . . . . . . 139
Resolving an incident . . . . . . . . . . . . . . . . . . . . . . . . . 141
Creating a problem investigation from an incident . . . . . . . . . . . 144
Creating infrastructure change from an incident . . . . . . . . . . . . 146
Reopening a resolved incident . . . . . . . . . . . . . . . . . . . 147
Closing an incident . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Creating known errors and solutions. . . . . . . . . . . . . . . . . . . 149
Creating a known error from an incident . . . . . . . . . . . . . . . 149
Creating a solution database entry from an incident . . . . . . . . . . 150
Chapter 5 Working with Incident Management as a manager . . . . . . . 153
Understanding the Manager Console tab . . . . . . . . . . . . . . . . . 154
Managing assignments . . . . . . . . . . . . . . . . . . . . . . . . . 155
Viewing unassigned incidents . . . . . . . . . . . . . . . . . . . . 155
Assigning an incident . . . . . . . . . . . . . . . . . . . . . . . 156
Monitoring an incident's status . . . . . . . . . . . . . . . . . . . 157
Reopening a closed incident . . . . . . . . . . . . . . . . . . . . . . 159
Understanding SLM calculations . . . . . . . . . . . . . . . . . . . . 160
Understanding notifications . . . . . . . . . . . . . . . . . . . . . . 160
Viewing the audit log . . . . . . . . . . . . . . . . . . . . . . . . . 162
Chapter 6 Managing configuration items . . . . . . . . . . . . . . . . . 163
Creating a CI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Creating a computer system CI . . . . . . . . . . . . . . . . . . . 164
Creating a bulk inventory CI . . . . . . . . . . . . . . . . . . . . 167
Creating an inventory location CI . . . . . . . . . . . . . . . . . . 169
Managing inventory . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Viewing inventory locations . . . . . . . . . . . . . . . . . . . . 170
Relocating CIs . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Reserving and using inventory . . . . . . . . . . . . . . . . . . . 173

User’s Guide
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Contents ! 7

8 "Contents

Preface ! 9
Preface
The BMC Remedy Service Desk: Incident Management 7.0 User’s Guide
describes how to use the BMC® Remedy® Incident Management application.
Incident Management is one of five BMC Remedy IT Service Management
applications.
The BMC® Remedy® IT Service Management Suite
(BMC® Remedy® ITSM Suite) includes:
! The BMC® Remedy® Asset Management application.
! The BMC® Remedy® Change Management application.
! The BMC® Remedy® Service Desk solution (which includes the
BMC® Remedy® Incident Management application and the
BMC® Remedy® Problem Management application).
! The BMC® Service Level Management application.
The applications run in conjunction with the BMC® Remedy® Action
Request System® platform (BMC® Remedy® AR System® platform) and
share a common database. All five applications consume data from the
BMC® Atrium® Configuration Management Database (CMDB) application.

Best Practice and New icons
10 "Preface
Documentation for the BMC Remedy ITSM Suite contains two icons.
Icon Description
The New icon identifies features or
products that are new or enhanced with
version 7.0.
The Best Practice icon highlights
processes or approaches that BMC has
identified as the most effective way to
leverage certain features in the suite.
About the BMC Remedy IT Service Management Suite
There have been several updates to the BMC Remedy ITSM Suite since
version 6.0.
Note the change to the BMC® Remedy® Help Desk application. BMC is now
offering the BMC Remedy Service Desk solution, which contains the
following applications:
! BMC Remedy Incident Management
! BMC Remedy Problem Management
BMC Atrium CMDB 2.0
BMC Atrium CMDB 2.0 is installed with Asset Management, Change
Management, and Service Desk (including Incident Management and
Problem Management). It stores information about configuration items and
their relationships in an inheritance-based data model, and has the ability to
reconcile data from different sources. BMC Atrium CMDB 2.0 provides a
“single source of truth” about your IT environment, enabling other BMC
applications to manage CIs, predict the impact of configuration changes, and
perform other Business Service Management (BSM) functions.
For more information, see the BMC Atrium CMDB 2.0 User’s Guide.

User’s Guide
BMC Remedy Asset Management 7.0
The BMC Remedy Asset Management application lets IT professionals track
and manage enterprise configuration items (CIs)—and their changing
relationships—throughout the entire CI life cycle. As part of the BMC
Remedy ITSM Suite, Asset Management is integrated with BMC Remedy
Service Desk (which contains the BMC Remedy Incident Management and
BMC Remedy Problem Management applications), BMC Remedy Change
Management, and BMC Service Level Management, and offers flexibility to
support customized business processes.
For more information, see the BMC Remedy Asset Management 7.0 User’s
Guide.
BMC Remedy Change Management 7.0
Using ITIL-compatible best practices, BMC Remedy Change Management
provides IT organizations with the ability to manage changes by enabling
them to assess impact, risk, and resource requirements, and then create plans
and automate approval functions for implementing changes. It provides
scheduling and task assignment functionality, and reporting capabilities for
reviewing performance and improving processes. Because Change
Management is integrated with BMC Atrium CMDB, Change Management
lets you relate changes to other records, such as configuration items
(including services) and incidents.
For more information, see the BMC Remedy Change Management 7.0 User’s
Guide.
BMC Remedy Incident Management 7.0
BMC Remedy Incident Management is used to manage incidents. Incident
management is reactive, and is typically initiated in response to a customer
call or automated event. An example of an automated event might be an alert
from a monitoring system, such as BMC® Service Impact Management
(BMC® SIM). The primary goal of the incident management process,
according to ITIL standards, is “to restore normal service operation as
quickly as possible with minimum disruption to the business, thus ensuring
that the best achievable levels of availability and service are maintained.”
About the BMC Remedy IT Service Management Suite ! 11

12 "Preface
An incident is any event that is not part of the standard operation of a service
and that causes an interruption to or a reduction in the quality of that service.
Normal service operation is the operation of services within the limits
specified by Service Level Management (SLM).
For more information, see the BMC Service Desk: Incident Management 7.0
User’s Guide.
BMC Remedy Problem Management 7.0
BMC Remedy Problem Management is used to manage problem
investigations, known errors, and solution database entries. Problem
management can proactively prevent the occurrence of incidents, errors, and
additional problems. A problem investigation helps an IT organization get to
the root cause of incidents. It initiates actions that help to improve or correct
the situation, preventing the incident from recurring.
After a problem investigation identifies the cause, this information can result
in either a known error or a solution database entry. A known error is a
problem that has been successfully diagnosed and for which a temporary
work-around or permanent solution has been identified. A solution database
entry contains information that might be required to provide or restore a
service.
For more information, see the BMC Service Desk: Problem Management 7.0
User’s Guide.
BMC Service Level Management 7.0
BMC Service Level Management enables a service provider, such as an IT
organization, a customer support group, or an external service provider, to
formally document the needs of its customers or lines of business using
service level agreements, and provide the correct level of service to meet those
needs.
Service Level Management also provides a means to review, enforce, and
report on the level of service provided. It streamlines the most important task
of all, which is the communication between a service provider and its
customers. Multiple service targets can be defined and monitored, acting as
a bridge between IT service support and IT operations. This enables costs to
be controlled and helps to provide a consistent level of service in support of
a key business service.

User’s Guide
For more information, see the BMC Service Level Management 7.0 User’s
Guide.
Audience ! 13
Audience
Incident Management is intended for the following IT professionals:
! IT support staff
! IT managers
The Requester console is intended for any IT user.
BMC Remedy IT Service Management Suite documents
The following table lists the documentation available for the BMC Remedy
ITSM Suite.
Unless otherwise noted, online documentation in Adobe Acrobat (PDF)
format is available on product installation CDs, on the Customer Support
website (http://supportweb.remedy.com), or both. You can order printed
documentation from SMBU-Upgrade@bmc.com.
Note: To access the support website, you must have a support contract.
You can access application Help by clicking on Help links within the
application.
Title Document provides Audience Format
ITSM Configuration Quick Start Start with this reference card to quickly
install and configure applications in the
ITSM suite.
Administrators Print and
PDF
BMC Remedy Action Request
System 7.0 Concepts
Concepts for using the Action Request
System.
PDF
BMC Remedy Action Request
System 7.0 Installing
Procedures for installing the Action
Request System.
PDF
BMC Atrium CMDB 2.0
Common Data Model Diagram
Hierarchical diagram of all classes in the
CDM, including unique attributes and
applicable relationships.
Administrators PDF

BMC Atrium CMDB 2.0
Common Data Model Help
14 "Preface
Description and details of superclasses,
subclasses, attributes, and relationships
for each class.
Administrators HTML
BMC Atrium CMDB 2.0
Concepts and Best Practices Guide
Information about CMDB concepts and
best practices for planning your BMC
Atrium CMDB implementation.
Executives and
administrators
Print and
PDF
BMC Atrium CMDB 2.0
Developer’s Reference Guide
Information about creating API
programs, C and Web Services API
functions and data structures, and a list
of error messages.
Administrators
and
programmers
PDF
BMC Atrium CMDB 2.0 Help Help for using and configuring BMC
Atrium CMDB.
Users and
administrators
Product
Help
BMC Atrium CMDB 2.0
Installation and Configuration
Guide
Information about installing and
configuring BMC Atrium CMDB,
including permissions, class definitions,
reconciliation, and federation.
PDF
BMC Atrium CMDB 2.0 Javadoc
API Help
Information about Java classes, methods,
and variables that integrate with BMC
Atrium CMDB.
Programmers HTML
BMC Atrium CMDB 2.0 Master
Index
Combined index of all books. Everyone Print and
PDF
BMC Atrium CMDB 2.0 Release
Notes
Information about new features and
known issues.
Everyone Print and
PDF
BMC Atrium CMDB 2.0 User’s
Guide
Information about using BMC Atrium
CMDB, including searching for CIs and
relationships, launching federated data,
reporting, and running reconciliation
jobs.
Users Print and
PDF
BMC Remedy 7.0 Approval Server
Guide for Users and
Administrators
Topics on installation and configuration
of the Approval Server, how to use the
Approval Server, and understanding the
approval workflow.
Users and
administrators
Print and
PDF
BMC Remedy IT Service
Management 7.0 Configuration
Guide
Procedures for configuring the BMC
Remedy IT Service Management
applications.
PDF

User’s Guide
BMC Remedy IT Service Management Suite documents ! 15
BMC Remedy IT Service
Management 7.0 Installation
Guide
Procedures for installing the BMC
Remedy IT Service Management
applications and solutions: BMC
Remedy Service Desk solution (BMC
Remedy Incident Management and BMC
Remedy Problem Management), BMC
Remedy Change Management, and BMC
Remedy Asset Management.
PDF
BMC Remedy Asset
Management 7.0 Help
Help for using BMC Remedy Asset
Management.
Everyone Product
Help
BMC Remedy Asset Management
7.0 Release Notes
Information about known issues in each
release of BMC Remedy Asset
Management. Also provides a list of new
features included with the application.
Everyone Print and
PDF
BMC Remedy Asset Management
7.0 User’s Guide
Procedures for using the BMC Remedy
Asset Management application; includes
new features and overview.
Everyone Print and
PDF
BMC Remedy Change
Management 7.0 Help
Help for using BMC Remedy Change
Management.
Everyone Product
Help
BMC Remedy Change
Management 7.0 Release Notes
release of BMC Remedy Change
Everyone Print and
PDF
BMC Remedy Change
Management 7.0 User’s Guide
Change Management application;
includes new features and overview.
Everyone Print and
PDF
BMC Remedy Service Desk 7.0
Release Notes
release of BMC Remedy Service Desk:
Incident Management and BMC Remedy
Service Desk: Problem Management.
Also provides a list of new features
included with the application.
Everyone Print and
PDF
BMC Remedy Service Desk:
Incident Management 7.0 Help
Help for using BMC Remedy Incident
Management.
Everyone Product
Help
Incident Management 7.0 User’s
Guide
Service Desk: Incident Management
application; includes new features and
overview.
Everyone Print and
PDF

Problem Management 7.0 Help
16 "Preface
Help for using BMC Remedy Problem
Management.
Everyone Product
Help
Problem Management 7.0 User’s
Guide
Service Desk: Problem Management
application; includes new features and
overview.
Everyone Print and
PDF
BMC Service Level Management
7.0 Configuration Guide
Procedures for configuring the BMC
Service Level Management application.
PDF
7.0 Configuration Help
Help for configuring the BMC Service
Level Management application.
Administrators Product
Help
7.0 Installation Guide
Procedures for installing the BMC
Service Level Management application.
PDF
7.0 Release Notes
release of BMC Service Level
Everyone PDF
7.0 User Help
Help for using the BMC Service Level
Management application.
Everyone Product
Help
7.0 User’s Guide
Procedures for using the BMC Service
Level Management application; includes
new features and overview.
Everyone Print and
PDF
BMC Remedy 7.0 Task
Management Administrator’s
Guide
Procedures to configure Task
Management.
Note: This guide also includes steps to
configure seamless authentication
between BMC Remedy Change
Management and the other
components of BMC Remedy Change
and Configuration Management
(CCM).
PDF

Chapter 1 Introducing BMC Remedy
Incident Management 7.0
The Service Desk: Incident Management application is used to manage
incidents. Incident management is reactive, and is typically initiated in
response to a customer call. The primary goal of the incident management
process, according to ITIL standards, is “to restore normal service operation
as quickly as possible with minimum disruption to the business, thus
ensuring that the best achievable levels of availability and service are
maintained.”
An incident is any event that is not part of the standard operation of a service
and that causes an interruption to or a reduction in the quality of that service.
Normal service operation is the operation of services within the limits
specified by the service target.
The following topics are provided:
! Installing and configuring Incident Management (page 18)
! What’s new in Incident Management 7.0 (page 18)
! Incident Management user roles (page 21)
! Process flow and the life cycle of an incident request (page 24)
Introducing BMC Remedy Incident Management 7.0 ! 17

Installing and configuring Incident Management
Your administrator installs and configures Incident Management. For
details, see:
! BMC Remedy IT Service Management 7.0 Installation Guide
! BMC Remedy IT Service Management 7.0 Configuration Guide
What’s new in Incident Management 7.0
The new features in this release of Incident Management include:
! Improved ITIL conformance—A new process flow tool helps you follow
ITIL processes for incident management.
! Enhanced user interface—The user interface is now more consistent with
other BMC applications. To help speed use of the application, forms and
dialog boxes have been streamlined, and Quick Action accelerators have
been added.
! Role-based consoles—Support staff, managers, and requesters have
separate consoles. The Requester console provides customer access.
! Permission model—Permissions and functional roles have been
enhanced to provide greater flexibility in setting up user access. For
details, see the BMC Remedy IT Service Management 7.0 Configuration
Guide.
! Task management—You can assign tasks to one or more people without
changing the incident assignment. For previous users of Incident
Management, this replaces the work log action feature. Now you can
assign and view tasks without going into the work log.
! Direct view into CMDB—This allows you to manage configuration items
(CIs) from Incident Management.
! Cost tracking—The cost for each incident can be tracked as the incident
moves between support groups for diagnosis, resolution, and closure,
based on either flat-rate or time-based costs.
18 "Chapter 1—Introducing BMC Remedy Incident Management 7.0

User’s Guide
! Reporting—Incident Management now includes the reports described in
Report Description
Group Assignment to Incidents This report lists incidents and their
What’s new in Incident Management 7.0 ! 19
the following table.
! Service Level Management—If Service Level Management is installed, the
Incident form displays the status of service targets.
! Enhanced audit log—You can now filter the audit log, for example, to see
only date field audit records or assignment changes.
! Terminology changes—You can find terminology changes in the
following table.
assigned support groups for a
specified date range.
Open Incident volume by Assignee This bar chart displays the number of
open incidents for each assignee.
Incidents by activity times This report lists all open incidents and
the amount of time since the reported
date.
Resolved and Closed Incident Volume
by Assignee
This bar chart displays the number of
resolved and closed incidents for each
assignee.
Change induced incidents This report lists incidents that were
caused by changes.
Note: This report is available only if
Change Management is installed.
Table 1-1: Key terminology changes in Incident Management
Previous term New term
Associate Relate
Associations Relationships
Automatic Routing Auto Assign
Delete Remove—This change applies only to the
Relationship and Financial tabs, to clarify
the action being performed.
Service Categorization Operational Categorization

What’s new for
Help Desk
users?
Table 1-1: Key terminology changes in Incident Management
Previous term New term
Work Log Work Info
Work Log Action Task
This release replaces BMC® Remedy® Help Desk with Incident Management
and Problem Management. New Incident Management features for former
Help Desk users include the features mentioned in the previous paragraphs,
and also the following features:
! Enhanced problem management—Problem investigations have a
separate form. Problem Management includes new processes to manage
the life cycle of a problem investigation and known errors, and to record
solution database entries.
! Navigation pane—Located on the left side of consoles and forms, this
provides access to common functions, such as assigning an incident to
yourself.
! Multi-tenancy—This makes it possible to host multiple companies and
their data on a single server. This feature can also be used for any groups,
such as business units or departments, whose data must be kept separate.
Multi-tenancy is limited to the company level in Incident Management.
Configuration can differ on a per-company basis. Multi-tenancy from the
user’s perspective is accessed by selecting the appropriate company from
the list next to the Company field.
! Incident matching—From the Incident form, users can perform searches
for known errors, solution database entries, problem investigations, and
other incidents that match criteria from the current incident to assist in
the incident resolution process.
! Categorization—This is recorded separately for operational and product
categorization, each with multiple levels to provide greater flexibility. Due
to multi-tenancy, each company or business unit can be configured with
its own categorization.
! Decision tree—This takes the user step-by-step through a questionnaire,
and, based on answers, completes part of the form for a new incident. A
manager or administrator can build decision trees.

User’s Guide
! Scripts—These are detailed instructions that an administrator or manager
sets up to help users record important information about an incident.
Scripts can be used when recording or assigning an incident.
! Incident templates—These can be used to populate incident records with
standard information that is entered on a regular basis. A template can
also set a relationship to a configuration item (CI). An administrator can
create templates for commonly occurring incidents, as described in the
BMC Remedy IT Service Management 7.0 Configuration Guide.
! Prioritization—Incident priority is now determined by impact and
urgency. This can be configured by an administrator, as described in the
BMC Remedy IT Service Management 7.0 Configuration Guide.
! Terminology changes—You can find a terminology change in the
Table 1-2: Key terminology change between Help Desk and Incident Management
Help Desk term Incident Management term
Bulletin Board Broadcast
Incident Management user roles ! 21
following table.
Incident Management user roles
Incident Management provides functionality for IT users with the requester
role, for support staff, and for managers.
Important: The permission model in Incident Management has had several
updates since version 6.0. To define permissions and functional roles,
review the permissions and functional roles sections in the BMC Remedy
IT Service Management 7.0 Configuration Guide.
Requester
IT users can request resolution of incidents through the Requester console.
This console gives requesters access to:
! Public broadcast messages.
! Their own incident and change requests.
! A satisfaction survey, which can be completed on resolution of an incident
or change request.

The Requester console provides access based on the following permissions:
! Request Console Master—This user is responsible for configuring the
Requester console. The request console master can view all the requests
submitted by other users. This user is more of an administrator than a
support user.
! Registered User—This user has a record in the People form, and the user’s
login information is in the Login/Access Details tab of the People form.
! Guest User—All other users are considered to be guest users even if a user
has a record in the People form. If a user’s login information does not exist
in the user record, then the user is considered a guest user. Guest users
cannot create change requests.
Support staff
First-line support staff are members of the Service Desk. They are the
primary contacts for all customers and are responsible for recording
incidents and coordinating their resolution. Typically, the first-line support
staff own all incidents and are therefore responsible for validating incident
resolutions with their customers.
Second-line and third-line support are considered subject matter experts.
Their main responsibility is to provide an accurate analysis and diagnosis of
their assigned incidents to restore service to the affected customers.
Support staff responsibilities include:
! Creating, classifying, and updating incident records.
! Verifying the Customer Profile data and updating the information if
appropriate.
! Relating CIs to the incident.
! Escalating incidents that need to be resolved based on SLM terms or
perception of urgency.
! Resolving incidents or assigning for resolution.
! Coordinating and validating resolutions with customers.
! Closing incidents and determining customer satisfaction.

User’s Guide
Support can also participate in the problem management process, as
described in the BMC Remedy Service Desk: Problem Management 7.0 User’s
Guide. They can also participate in the change management process, as
described in the BMC Remedy Change Management 7.0 User’s Guide.
Incident Management user roles ! 23
Incident manager
Incident managers are responsible for the quality and integrity of the
incident management processes. Support group leads and managers are
responsible for the work of members of their support group. They coordinate
the assignment of incidents to support staff.
Their responsibilities include:
! Monitoring incidents.
! Monitoring open incidents requiring assignment.
! Managing the assignment of incidents to their appropriate support groups
for resolution.
! Receiving notifications of incident assignments and escalations.
! Facilitating the resolution of escalated incidents in accordance with the
escalation policy.
! Ensuring the resolution of incidents within the support group's service
targets.
! Ensuring the overall completeness and accuracy of closed incidents.
! Reviewing reports.
! Ensuring that incidents requiring root cause analysis are copied into
Problem Management.
! Managing support group membership.
! Managing scripts, templates, and decision trees.

Process flow and the life cycle of an incident request
The Process Flow Status area displays the process flow of the incident request
within the Incident form. A diagram shows the five stages of an incident
request, as indicated by best practices, rooted in ITIL processes. The current
stage of the incident is highlighted. The status of the incident is indicated by
both color and text.
Figure 1-1: Example of selecting an accelerator from the Process Flow Status wizard
The Process Flow Status area also serves as a wizard, guiding you through the
stages of the incident life cycle. At each stage, the diagram provides
accelerators applicable to the current stage. For example, you can use
accelerators to move the incident to a pending state or to the next stage.
When you select an accelerator, a dialog box appears, prompting you to enter
the data required to complete the task. You can also enter optional
recommended data in the dialog box. By using the process flow accelerators,
you are following ITIL best practices.
Process Flow
Status area
Current stage

User’s Guide
Figure 1-2: Selecting an accelerator from the Process Flow Status wizard
Figure 1-3: Example of form displayed by Process Flow Status wizard
Process flow and the life cycle of an incident request ! 25

Table 1-3: The five stages of an incident request
Incident stage Description Tasks
Identification
and recording
This stage initiates the incident
management process. The purpose of
this stage is to accurately record and
recognize disruptions to services
provided by IT to its customers. For
details, see “Recording a new incident”
on page 108.
! Next stage
! Enter pending (or
resume)
! Select template
Investigation
and diagnosis
In this stage, you can search existing
information to identify a possible
solution. If the incident cannot be
resolved or a root cause analysis is
required, you can escalate the incident
to problem management. For details,
see “Investigating and diagnosing an
incident” on page 132.
Next stage
! Generate problem
! Generate change
! Relate CI
! Enter pending (or
resume)
Note: Generate change is
available only as a task
if Change
Management is
installed.
Resolution and
recovery
In this stage, you resolve and recover
from the service disruption to enable
the customer to resume work. For
details, see “Resolving an incident” on
page 141.
! Next stage
! Generate problem
! Generate change
! Enter pending (or
resume)
Incident closure In this stage, you make sure that the
incident has successfully restored the
service to the customer and that the
customer is satisfied with the outcome.
For details, see “Closing an incident”
on page 147.
! Reopen
! Close
Closed In this stage the incident is closed. No
further activities are performed on the
incident.
None

Chapter 2 Using functions common to all
ITSM applications
This section contains basic procedures that are common to most forms and
consoles. Most of the information in this section is similar throughout the
ITSM suite.
! Opening the main application console (page 28)
! Working with the Overview console (page 31)
! Working with records (page 38)
! Working with relationships (page 43)
! Adding work information (page 51)
! Creating reminders (page 53)
! Sending pages and email messages (page 60)
! Working with reports (page 65)
Using functions common to all ITSM applications ! 27

Opening the main application console
You start an ITSM application by opening its main console. How you do this
depends on whether you want to view the console through the
BMC® Remedy® User client or through a browser. See the following
instructions for information about opening the main console.
Using BMC Remedy User client to open a main console
This section describes how to open an application’s main console from the
IT Home page, by way of BMC Remedy User.
" To open the application’s main console from the BMC Remedy User
tool
1 Choose Start > Programs > Action Request System > BMC Remedy User.
The Login dialog box appears.
Figure 2-1: Login dialog box
2 Perform the following steps:
a In the User Name field, type your user name.
b In the Password field, enter your password.
28 "Chapter 2—Using functions common to all ITSM applications

User’s Guide
c In the Preference Server field, specify the server name if your
administrator set up a preference server for centralized user preferences.
For example, if you have a report server from which you can access
predefined reports, you specify it here.
Opening the main application console ! 29
3 Click OK to log in.
The Home Page form opens automatically. If it does not, perform the
following steps in BMC Remedy User:
a Choose Tools > Options.
b In the Options dialog box, click the Home Page tab.
Figure 2-2: Home Page tab on the Options dialog box

c Select the check box to open the home page automatically.
4 When the IT Home page opens, click the Incident Management Console link
from the navigation pane.
Figure 2-3: IT Home page
Navigation pane
Incident
Management
Console link
Using a browser to open a main console
This section describes how to open the Incident Management console from
a browser.
" To open a main console from a browser
1 Type the following URL in to your browser’s address bar:
http://<web_server>:<port>/arsys/apps/<arsystem_server>/Home Page
where:
<web_server> is the fully qualified name of the BMC Remedy Mid Tier
system, specified in the format server_name.company.com.
<port> is an optional port number, which is needed if the web server is not
on the default port (port 80).
<arsystem_server> is the name of your BMC Remedy AR System server.

User’s Guide
For a list of supported browsers, see the compatibility matrix at:
http://supportweb.remedy.com/Rem/IssuesAndSolutions/
CompatibilityMatrix/index.jsp
2 Enter your user name and password, then click Login.
3 When the IT Home page opens, click the Incident Management Console link
in the navigation pane.
For an illustration of the IT Home page, see Figure 2-3 on page 30.
Working with the Overview console
The Overview console is the primary interface for support staff. It provides
quick access to the information you need and to the procedures that you
perform most often.
This section discusses how to use the Overview console.
Figure 2-4: BMC Remedy IT Service Management Overview console
Working with the Overview console ! 31

Opening the Overview console
The BMC Remedy IT Service Management Overview console provides quick
access to commonly performed functions.
" To open the Overview console from your desktop
1 Open BMC Remedy User as described in “Using BMC Remedy User client to
open a main console” on page 28.
2 On the Home Page form, under the Remedy Foundation Elements heading,
click the Overview Console link.
The Overview console appears.
" To open the Overview console from a browser
1 Launch your browser as described in “Using a browser to open a main
console” on page 30.
2 On the Home Page form, under the Remedy Foundation Elements heading,
click the Overview Console link.
The Overview console appears.
Using the Assigned Work table
The Assigned Work table lists different types of records. The types of records
that you can select depend on the BMC Remedy applications that are
installed.
Each type of record is identified by a specific prefix:
! CHG—Identifies change requests. BMC Remedy Change Management
must be installed for you to be able to create and view change requests.
! SDB—Identifies solution database entries. BMC Remedy Problem
Management must be installed for you to be able to create and view
solution entries.
! TAS—Identifies tasks. Tasks can be attached to incidents, problem
investigations, or change requests.
! INC—Identifies incidents. BMC Remedy Incident Management must be
installed for you to be able to create and view incidents.

User’s Guide
! PBI—Identifies problems. BMC Remedy Problem Management must be
installed for you to be able to create and view problems.
! PKE—Identifies known errors. BMC Remedy Problem Management
must be installed for you to be able to create and view known errors.
! PR—Identifies purchase requisitions. BMC Remedy Asset Management
must be installed for you to be able to create and view purchase
requisitions.
You can also change the table’s contents by using the Company filter and
Console View fields at the top left corner of the console:
! Company—Shows records associated with a particular company (useful
in a multi-tenancy environment).
! Personal—Shows all the records that are assigned to you.
! Selected Groups—The options below this heading apply to records that
are assigned to your support groups. When you select an option for
selected groups, you are prompted to select from all support groups for
which you are a member.
! Show All—Shows all records for the groups you select.
! Show Unassigned—Shows all the records that are unassigned to an
individual, but which are assigned to the groups you select.
! All My Groups—Shows all the records that are assigned to all support
groups that you belong to. If you belong to more than one support group,
the records for all those groups appear.
! Show All—Shows all records.
! Show Unassigned—Shows all the records that are unassigned.
In the Windows environment, if there are more records than the application
can show in the table, you can see the next grouping of entries by placing the
pointer in the table and right-clicking, then clicking either Next or Prev.
When using a browser, use the arrow keys at the top corner of the table.
You can create new records by clicking the Create button that appears below
the table.

Creating records
From the Overview console, you can create new records for the various ITSM
applications installed on your system. The types of requests you can create
from the Overview console depend on the applications you have installed.
" To create records
1 From the Overview console, click Create.
The Select Request Type dialog box appears.
Figure 2-5: Select Request Type dialog box
2 From the Request Type list, select the type of record you want to create.
Note: The available request types depend on which ITSM applications are
installed on your system.
3 Click Select.
The New form of the application appropriate to the type of record you are
creating appears.
4 Enter all the required information to create the request.
For details on creating a new incident, see “Recording a new incident” on
page 108. For more information about creating other types of records, see the
related application’s user guide.

User’s Guide
Searching for records
From the Overview console, you can search for records from the various
ITSM applications installed on your system. The types of records you can
search for depend on the applications you have installed.
" To search for records
1 From the Overview console, click Search.
The Select Request Type dialog box appears.
2 From the Request Type list, select the type of record for which you want to
search.
Note: The request types available depend on which ITSM applications are
installed on your system.
3 Click Select.
A search dialog box appropriate to the type of record for which you are
searching appears.
4 Enter search criteria as needed to search for the record.
For more information about searching for records, see “Searching for
records” on page 38.
Refreshing data
After you create or modify a record, click Refresh to see the latest changes in
the Assigned Work table. The Refresh button is located in the top right
corner of the console.
If you have changed the search criteria, you can return to your defaults by
clicking Set to Defaults.

Viewing and creating broadcast messages
Use the Broadcast feature, on the lower portion of the console, to view and
create messages that can be viewed by the entire organization or by users in
the support, approver, management, and administrator groups. For
information about using Broadcasts, see “Broadcasting messages” on
page 55.
Using the navigation pane
The pane on the left side of the console is the navigation pane.
Changing the console view
The links under Console View help you filter records that appear in the
Assigned Work table. For more information about using the Console View
functions, see “Using the Assigned Work table” on page 32.
Using console functions
The following links are under the Console Functions heading:
! Select Status Values—Lets you see only those records in a certain state,
which you specify from the Select Status Values dialog box. See “Selecting
status values” on page 37.
! My Profile—Lets you set your profile. See “Viewing your profile” on
page 37.
! Application Preferences—Lets you set your application preferences and
options. This function is also available from the Incident Management
console, as described in “Setting application preferences” on page 106.
Opening other applications
Use the Other Applications links to open other, available ITSM applications.
The links that appear under the Other Applications heading are determined
by the applications that are installed on your system:
! Incident Management—Opens the Incident Management application.
! Change Management—Opens the Change Management application.
! Problem Management—Opens the Problem Management application.

User’s Guide
! Asset Management—Opens the Asset Management application.
! Approval—Allows you to view all requests pending approval.
! CMDB—Opens the BMC Atrium CMDB Class Manager console.
! SLM—Opens the Service Level Management application.
Selecting status values
You can use the Select Status Values dialog box to filter the requests that
appear in the Overview console based on their status.
" To select status values
1 From the navigation pane in the Overview console, choose Console
Functions > Select Status Values.
The Select Status Values dialog box appears.
2 Select the status values for each category from the lists, then click OK.
The dialog box closes.
3 If the Assigned Work table does not refresh with the filtered records, click
Refresh to reload the table’s contents.
Viewing your profile
You can view and modify your personal profile. When you click My Profile,
the People (Search) form appears. In this form, you can:
! Update company information such as organization, business, and home
address, and so on.
! View permissions.
For detailed information about the People form, see the BMC Remedy IT
Service Management 7.0 Configuration Guide.
" To modify your profile
1 From the navigation pane, choose Console Functions > My Profile.
The People form appears.
2 Update the information at the top of the form, or click the tab corresponding
to the area in which you want to change the profile information.

Make your changes by selecting from the various lists that are available.
3 When you finish making the changes, click Save.
Using quick actions
The Overview console lets you perform certain quick actions. From the
Quick Actions list, select the appropriate action, then click Execute.
! Print—Lets you select records and print their contents. See “Printing
records” on page 41.
! Home Page—Opens the Home Page.
Auto-filling fields
As you work with the forms and dialog boxes, you might see a plus sign (+)
included in a field label. You can type part of the information next to these
fields and press ENTER. If an exact match is located, the application
automatically completes the field. If a selection list appears, double-click the
item you want to put in the field. Using auto-fill fields and lists is faster, more
consistent, and more accurate than typing the information.
Working with records
This section discusses some of the common functions related to record
handling.
Searching for records
Two types of searches are available from the Incident Management console.
One type of search looks only through records that are in some way
associated with you through your login ID or group ID (for example, records
created by you, assigned to you or to your support group, and so on) and that
meet your specific search criteria. You execute this type of search from the
Search area near the top of the console. For a description of how to run this
type of search, see “Searching your records” on page 39.

User’s Guide
Note: To view the support groups you belong to, from the navigation pane,
choose Console Functions > My Profile, then on your profile click the
Support Groups tab. For more information about this function, see
“Viewing your profile” on page 37.
The other type of search looks through all of the records that meet your
search criteria, regardless of their associations to people or groups. You run
this type of search by using the Search Incident link in the navigation pane of
the Incident Management console. For a description of how to run this type
of search, see “Searching all records” on page 41.
Searching your records
The following procedure describes how to search the application for records
associated with you or your group and that meet your specific search criteria.
Use this type of search when you are looking for a record that you know is
associated with your ID or with your group’s ID.
" To search records assigned to your groups
1 From the console Search area, select your search criteria from the various
Working with records ! 39
selection boxes.
Figure 2-6: Search Criteria area
Note: The most commonly searched-upon record fields appear in the Search
Criteria area of the console. More record fields are available as search
criteria under the Advanced Search option, as described in “Using the
Advanced Search feature” on page 40.
2 Click Search.

The Assigned Work table updates with the results of your search.
3 Scroll through the Assigned Work table to find the specific record you want.
Note: If the search returns a large number of records, use the Advanced
Search feature to help you narrow the results.
You can also search for another record from within an open record by using
the standard BMC Remedy User search function.
Using the Advanced Search feature
If your search returns too broad a range of records, you can perform an
advanced search to narrow the results.
" To use the Advanced Search feature
1 From the Incident Management console, click Advanced Search.
The Advanced Qualification Builder dialog box appears.
Figure 2-7: Advanced Qualification Builder dialog box
2 From the Keywords or Fields selection boxes, select the keywords or record
fields on which you want to search.
To insert operators (+, =, >,<, and so on), click the appropriate operator
button. Do not forget to place literal values between quotation marks. For
example, to search for an incident with a priority of “high,” you would
construct the following search:
'Priority' = "High"
3 Click Select.
The dialog box closes and you return to the main console.

User’s Guide
Working with records ! 41
4 Click Search.
The search results table updates with the results of your search.
Searching all records
The following procedure describes how to search all incidents. Use this type
of search when you are looking for an incident that is not associated with
your ID or your group’s ID, or anytime you need to search all incidents.
" To search all records
1 From the navigation pane in the Incident Management console, choose
General Functions > Search Incident.
A form appears that allows you to perform the search.
The form is laid out in a similar way to the Incident form, and contains the
same tabs and fields. You can use any of the tabs and fields in the form to
specify your search criteria.
2 Using the tabs and fields, build your search condition.
To reduce the number of records found by the search, enter as much
information into the form as you can.
3 When you finish entering your search criteria, click Search.
When the search finishes, the search results table lists all of the records that
match the search criteria.
4 Scroll through the table to find the specific record you want.
5 When you find the record, open it in the Incident form by double-clicking it
in the search results table.
Printing records
You can print a copy of a record to keep for filing purposes or to share with
someone who does not have access to the application.
Use this procedure to print a record.
" To print a record
General Functions > Search Incident.

2 Select the record you want to print.
Note: If you already have the record open and want to print it, click Print at
the bottom of the form to open the Business Objects Report Preview
dialog box, then go to step 4.
3 At the bottom of the console, from the Quick Actions list, select Print, then
click Execute.
The Business Objects Report Preview dialog box appears, allowing you to
view the record before you print it.
4 Click the Print icon on the menu bar at the top of the dialog box.
When the print confirmation dialog box appears, click the Print icon to send
the record to your local printer.
5 Close the Business Objects dialog box.
Modifying records
After you generate a record, you can modify or update the information it
contains. Use the following procedure to modify a record.
" To modify a record
1 From the Incident Management console, open the record that you want to
modify.
2 Click the tab that contains the information you want to update.
3 Make the appropriate changes.
4 Click Save.

User’s Guide
Working with relationships ! 43
Working with relationships
By defining and maintaining relationships among records, you can create a
more sophisticated overview of the connections and interdependencies
among the current record and other service issues being tracked by the
application.
An incident can be related to any of the following record types:
! Configuration item
! Another incident
! Solution database entry
! Known error
! Problem investigation
If you have Asset Management and Change Management, an incident can
also be related to the following record types:
! CI unavailability
! Infrastructure change
Defining relationships
Use the following procedure to define a relationship.
" To define a relationship
1 From the Incident Management console, open the incident from which you
want to define a relationship.
2 Click the Relationships tab.
Figure 2-8: Relationships tab

3 From the Request Type list at the bottom of the Relationships tab, select the
type of record to which you want to relate the current record.
For example, to relate your incident to a configuration item, select Problem
Investigation from the Request Type list.
4 Click Search.
A dialog box appears that allows you to perform a search.
Figure 2-9: Example of Completed Relationship Search
Note: The content of the dialog box depends on the type of record you chose
in the Request Type list.
5 Complete the search criteria tabs with the relevant information, then click
Search.
Try to supply as much information as possible in the search dialog box to
reduce the overall number of records returned by the search.
The matching results appear in a search results table.
6 From the search results table, select the configuration item with which you
want to create the relationship.

User’s Guide
7 From the Relationship Type list at the bottom of the search dialog box, select
the type of relationship you want to create.
8 Click Relate.
An information message dialog box appears, displaying a confirmation
message.
9 Click OK to dismiss the dialog box.
10 Click Close to close the search dialog box.
The Relationships tab appears with the newly created relationship visible in
the Relationships table.
If there are events for the related item, the Current Events dialog box appears.
This dialog box shows all current broadcasts that have been generated and
related to the associated item. Broadcasts can be generated from other ITSM
application modules, too.
11 In the Current Events dialog box, select one of the following options:
! Relate the current record to the originating record.
! Link a record.
! Relate the current record to the selected unavailability record.
The lower table lists any current Unavailability recorded in an incident.
To relate the current record to the origination record
a Select the broadcast from the list.
b Click Originating Record.
To see additional details about the originating record, click Details.
To link a record
a Click Linked Incident.
To relate the current record to the selected unavailability record
a Click Relate.
b To see additional details about the unavailability, click View CI
Unavailability.
c To see information about the record that generated the unavailability,
click Details.

An administrator can disable Current Events functionality in the Configure
Incident Rules form. See the BMC Remedy IT Service Management 7.0
Configuration Guide for information about how to do this.
Copying relationships
When you define a relationship between the current record and another
record, the other record might also have one or more records related to it.
Using the Copy Related Relationships form, which you open from the
Relationships tab, you can look at the related record’s other relationships. If
you determine that any of these other relationships should be related to the
current record, you can define the relationship from this form.
By doing this, you can more thoroughly document all of the record
relationships.
Note: You cannot use this procedure to copy related CIs.
" To copy relationships
1 From the Incident Management console, open an incident.
3 From the Relationships table, select a record related to the current incident.
4 From the Quick Actions list, select Get Related Relationships, then click
Execute.
The Copy Related Relationships dialog box appears. This dialog box contains
a table of all other records related to the record you selected in step 3.
5 From the table of related records, select the other record that you want to
relate to the current record.
Note: To see the details of the other record, select it, then click View. A form
appears with detailed information about the selected record. Use this
feature to help you determine whether you want to relate the other record
to the current record.
6 Click inside the Relationship Type field.
A list of relationship types appears.

User’s Guide
Note: The contents of the Relationship Type list depends on the type of
record you are trying to create the relationship with.
7 Select the type of relationship you want to create, then click Select.
A note appears confirming the relationship creation. Click OK to dismiss the
note.
8 Close the Copy Related Relationships form.
The newly created relationship appears in the Relationships table.
Indicating impacted areas
The Impacted Areas dialog box gives you a place to show the region, site,
location, and so on, that are affected by the content of the record. Use the
following procedure to indicate the impacted areas.
" To indicate an impacted area
1 From the Incident Management console, open the incident for which you
want to indicate an impacted area.
2 In the navigation pane, choose Advanced Functions > Impacted Areas.
The Impacted Areas dialog box appears.
Figure 2-10: Impacted Areas dialog box

3 Select items from the various lists that help to describe the impacted area
appropriate for the incident you are working on, for example, Company,
Region, and so on.
Note: Required fields are marked with an asterisk.
4 Click Add.
You can add as many impacted areas as necessary. You can also delete areas
that you have previously chosen in this dialog box.
5 When you are finished indicating the impacted areas, click Close.
Modifying relationships
After you define a relationship, you change the relationship type and update
the relationship description. Use the following procedure to modify the
relationship.
" To modify a relationship
1 From the Incident Management console, open the incident that has the
relationship you want to modify.
3 From the Relationships table, select the relationship you want to modify.
4 From the Quick Actions list, select Modify Relationship Type, then click
Execute.
The Modify Relationship dialog box appears.

User’s Guide
Figure 2-11: Modify Relationship dialog box
5 Enter the new relationship details according to the on-screen instructions.
6 Click Save to save your changes.
Performing quick actions on a relationship
You can perform many other actions on a relationship. For a list of these
actions, see Table 2-1 and Table 2-2.
" To perform a quick action
3 From the Relationships table, select the relationship entry for which you
want to perform the action.
4 From the Quick Actions list, select the action you want to perform, such as
Get Impacted Areas.

The following table lists available quick actions for any related item.
Table 2-1: Effects of general relationship actions
Relationship action Effect
Get Related Relationships Copies the relationships of the selected
record to the current incident’s
relationships.
Modify Relationship Type Prompts you to modify the relationship
type, as described in “Modifying
relationships” on page 48.
Additional quick actions are available when you select a related configuration
item, as indicated in the following table.
Table 2-2: Effects of relationship actions for related CIs
Relationship action Effect
CI Relationship Viewer Opens a graphical relationship viewer that
Create New CI Unavailability If Asset Management is installed, you can
Get CI Impact/Urgency Copies the impact and urgency of the
Get CI Product Categorization Copies the product categorization from
Get CI Resolution Product Cat. Copies the product categorization from
Get Impacted Areas If Asset Management is installed, prompts
5 Click Execute.
shows a selected CI’s relationship with
other records.
create CI unavailability for the selected CI.
selected CI.
the selected CI to the classification of the
current incident.
the selected CI to the resolution of the
current incident.
you to select impacted areas, as defined in
the selected CI, into the current incident’s
impacted areas.

User’s Guide
Adding work information ! 51
Removing relationships
Use the following procedure to remove a relationship.
" To remove a relationship
1 From the Incident Management console, open the incident that contains the
relationship you want to remove.
3 In the Relationships table, select the relationship you want to remove.
4 Click Remove. Click Yes when the application prompts you to confirm the
removal.
The application refreshes the Relationships tab.
Adding work information
Work Info is a new feature that replaces the Notes and Notes log fields from
ITSM 6.0. You access this feature from the Work Info tab of the current
record.
Use this feature to add work information regarding activities performed on
the current record. For example, you might want to add work information
about the following activities:
! General Information—Notes about the record; for example, you might
want to add a note that a particular CI was deployed, and include the date.
! Vendor communication—Notes about communication with a vendor,
such as a bulletin received from a vendor.
These are just some of the options available from the Work Info Type list on
the Work Info tab.
" To add work information
1 From the Incident Management console, open the incident that you want to
add the work information to.
2 Click the Work Info tab.

Figure 2-12: Work Info tab
3 From the Work Info Type list, select the type of work information you want
to add.
4 From the Source list, select the source of this information.
Information sources can include, for example, email, phone, or the Web.
5 Enter the details of your work information record in the Summary and
Details fields.
6 To add an attachment to the record, right-click in the attachment table and
select Add from the menu that appears.
7 From the Locked list, select Yes or No to lock the log.
Important: If you select Yes, you cannot modify the work log after you save it.
8 From the View Access list, select Internal or Public.
! Internal—If you want users within your organization to see the entry.
! Public—If you want everyone with access to the application to see the
entry, including requesters from the Requester console.
9 Click Save.
10 To see a report of selected work information entries, select one or more
entries, and click Report.

User’s Guide
Creating reminders ! 53
Creating reminders
Use reminders to create notes for yourself and others. You can send the
reminders by email or by BMC Remedy Alert, and can specify when they will
be sent. You can create generic reminders, or you can create reminders that
are associated with a specific request.
For example, you can send yourself a note about a specific incident to remind
yourself to follow up on it.
You can create and view reminders from either the Incident Management
console or from within a specific incident. The location from which you
create or view a reminder determines which reminders you see:
! Incident Management console—You can view all reminders that you
created.
! Incident form—You can view all reminders associated with that incident.
This includes reminders created by other users of Incident Management.
" To create a reminder
1 To open the Reminders dialog box, perform either of the following steps:
! From the navigation pane in the Incident Management console, choose
General Functions > Reminders.
! From the navigation pane in the Incident form, choose Functions >
Reminders.
Note: If you create a reminder from the application’s main console, the
reminder is general in nature. If you open a record and create a reminder,
the reminder is specific to the open record.
2 Click the Create Reminder tab.

Figure 2-13: Completed Create Reminder tab
Note: If you are creating the reminder from the main console, skip the next
step.
3 To remove the link between the reminder you are creating and the open
record, select, then delete the contents of the Link to Request-ID field. The
Request-ID and Form fields are populated automatically by the application.
The Request-ID field links the reminder to the open record.
4 From the Notify list, select either Individual or Group, depending on
whether you are sending the reminder to a single person, or a support group.
5 In the Recipient field, type the name of the person or group to whom you
want to send the reminder.
If you type a person’s name and press ENTER, the application automatically
populates the AR Login field. If the application discovers multiple matches
with the name you entered, another dialog box appears that allows you to
specify which of the matching names you want to receive the reminder.
6 In the Time field, enter the date and time you want the application to send
the reminder.
You can type the information directly into the field, or you can click the
button next to the field and select the date and time from the calendar that
appears. By default, the Time field contains the current date and time.
7 In the Subject field, enter information about the reminder.
If you need more space to type the entry, click the Browse button next to the
field. A larger text entry box appears.

User’s Guide
The information in this field appears in the subject line if the reminder is sent
by email.
8 In the Message field, type the reminder message text.
If you need more space to type the entry, click the ellipsis button next to the
field. A larger text entry box appears.
9 Click Save.
A confirmation message appears.
10 Click Close to close the Reminders dialog box.
The reminder is sent at the time you specified.
Broadcasting messages
This feature lets you send messages to your entire organization, selected
groups within the organization, and to external customers as well. You can
use this feature to send messages about work in progress, system status,
planned work, and so on. You can also use this feature to view messages that
were broadcast to you from other groups in your organization.
Creating broadcast messages
This section describes how to create a broadcast message using the
New/Modify dialog box. To create a broadcast, you must have the functional
role of Broadcast Submitter. See the BMC Remedy IT Service Management 7.0
Configuration Guide for details.
" To create a broadcast message
1 You can open the New/Modify Broadcast dialog box from two locations, as
follows:
! From the Incident Management console, click Create, which appears
below the Broadcast table. If you create a broadcast from the main
console, it is not related to a specific record.
! From the current record, in the navigation pane, choose Functions >
Broadcast Incident. If you create a broadcast from an incident, a
relationship is created between the broadcast and the incident.

Figure 2-14: Completed New/Modify Broadcasts form
2 Enter information in the required fields.
Required fields appear in bold on the Broadcast Details tab.
! Company—Select the company to which this broadcast pertains. Only
users with access to this company will see the broadcast. If you select
Global from the Company list, the broadcast is sent to everyone.
The Company field is mandatory. If you complete the other location
fields, however, you can indicate a very specific part of the company. For
example, you can specify the site, organization, or department.
! Subject—A short description of what the broadcast is about.
! Broadcast Message—The text of your message.
! Broadcast Type—Select a broadcast type from the list.
! Broadcast Start Date and Broadcast End Date—To start the broadcast
now, click in the Broadcast Start Date field, and press ENTER. To select a
date from the calendar, click the Browse button next to the field, then use
the calendar that appears to select the date on which the broadcast is to
start and the date on which you want it to end. You can also specify times
of the day using the Time feature at the bottom of the calendar.

User’s Guide
! Broadcast Originated From—This field is completed by the system. The
contents depend on where you are creating the broadcast. If you broadcast
from an incident, this is set to Incident.
! Broadcast Originated From ID—This field is populated by the system,
but only when you create a broadcast from within a record. If you create a
broadcast from the main console, the field appears disabled.
! View Access—Select Internal if you want the broadcast visible only to
members of your organization. Select Public if you also want the broadcast
visible from the Requester console.
! Notify—Select Yes if you want a broadcast notification automatically sent
to an individual or group.
If you select Yes, an Email button and the Notify Support area appears.
! Use the Manual Email button to manually send an email about the
broadcast to a person or group. When the Email System form appears,
enter the recipient’s email address in the Internet Email field, then click
Send Email Now.
! Use the Notify Support area to indicate the group you want to notify of
the broadcast. You must complete all three fields, Support Company,
Support Organization, and Support Group. The notification is sent at
the time and on the date specified in the Broadcast Start Date field.
! Priority—Select a priority level for the broadcast. The choices are Low,
Medium, and High.
3 To add an attachment to the broadcast message, right-click inside the table
and choose Add from the menu that appears.
The Add Attachment dialog box appears. Use this to indicate the file you
want to attach. Click Open to attach the indicated file. You are limited to one
attachment for each broadcast.
4 If you want members of another group to be able to modify the message,
perform the following steps:
a Click the Authoring Groups tab.
b Click Manage Authoring Groups.
The Authoring Group dialog box appears.
c Indicate the group that you want to have authoring rights by selecting
from the menus. Click Add when you are finished.

Note: The support group you belong to appears in the table by default.
You can indicate another group, or click Close to dismiss the dialog box.
5 Click Save to save the broadcast message and close the dialog box.
Viewing broadcasts
This section describes how to view broadcast messages. While viewing
broadcasts, you can modify the message (if you belong to an authorized
authoring group), create a new broadcast message, and under some
circumstances (when viewing the message from the current record) relate the
broadcast message to the current record.
When viewing a broadcast from either the Incident Management console or
the Incident form, you can create a new incident from the broadcast. If the
broadcast was created from a problem investigation, CI (configuration item),
CI unavailability, or another incident, the application asks whether you want
to relate the new incident to the originating record.
" To view broadcasts
1 You can view broadcast messages from two locations, as follows:
! From the Incident Management console, select the message you want to
view from the Broadcast table, then click View.
! From the current record, in the navigation pane, choose Quick Links >
View Broadcasts. The View Broadcasts dialog box appears. Select the
message you want to view from the broadcast messages table; the
Broadcast Details tab displays the details of the selected broadcast.
Note: When viewing broadcast messages from the current record, you are
looking at all of the broadcast messages, not just the ones related to the
current record. If the list contains a large number of messages, use the
Broadcast Search Criteria tab to limit the number of messages. For
information about how to do this, see “Limiting the number of messages”
on page 59.
2 To view another message, perform either of the following steps:

User’s Guide
! When viewing from the main console, close the View Broadcasts dialog
box, select the broadcast message you want to view from the table, then
click View.
! When viewing from the current record, in the broadcast messages table,
click the message you want to view. The message details appear.
Creating or modifying a broadcast message
To create or modify a broadcast message from the View Broadcasts dialog
box, click either Create or Modify. Both actions open the New/Modify
Broadcast dialog box.
! If you are creating a new message, follow the instructions provided in
“Creating broadcast messages” on page 55.
! If you are modifying the message, edit the fields according to the changes
you want to make. Click Save when you finish making your changes.
Limiting the number of messages
When viewing broadcast messages from the current record, you can limit the
number of messages that appear in the Broadcast table by opening the
Broadcast Search Criteria tab and defining a set of criteria that filters out
messages that do not match.
" To limit the number of messages
2 Click the Broadcast Search Criteria tab.
This tab contains search fields where you can specify criteria to reduce the
number of broadcast messages displayed in the table.
3 Complete the fields in the tab.
To return the smallest number of broadcast messages, complete as many of
the fields as possible.
4 When you finish specifying the search criteria, click Search.

Sending pages and email messages
Incident Management gives you two methods of sending messages to either
individuals or organizations:
! Pages
! Email
This section describes how to send both types of messages manually.
Note: Notification messages to individuals, based on incident assignments
and other events, can be sent by the application as pages or emails. For
information about configuring notification to be sent as pager or email
messages, see the BMC Remedy IT Service Management 7.0 Configuration
Guide.
Paging a person or on-call group
You can page individuals or the on-call member of a group about the current
record using the Incident Management Paging System feature.
" To page a person or an on-call group
want to send the page.
2 In the navigation pane, choose Functions > Paging System.
The Paging System dialog box appears.

User’s Guide
Sending pages and email messages ! 61
Figure 2-15: Paging System dialog box
3 Select either:
! Page By Person—To page an individual.
! Page By On-Call Group—To page the on-call member of a specified
group.
4 Select the recipient.
To do this, complete the fields in the Search Criteria area, then click Search.
When the search finishes, click the recipient’s name in the search results
table, then click Select.
If you are sending a page to a person (instead of an on-call group) and need
help determining the correct person, you can see more information about an
individual by selecting his or her name from the list, then clicking View. This
opens the People form, which contains detailed information about the
recipient.
5 Complete the fields in the Paging Information area, as follows, then click
Send Page Now.

! Pager Service Provider—Select the recipient’s pager service provider from
the list.
If you are sending a page to a person, you can find this information by
selecting the person’s name from the search results list, then clicking View
(as described in step 4). When the People form appears, click the
Notifications tab and look for the Pager Service Provider field.
Note: To learn more about the service provider, click the button with the
globe icon beside the field to open a link that takes you to the service
provider’s website. This link is configured by your administrator, as
described in the BMC Remedy IT Service Management 7.0 Configuration
Guide.
! Pager Type—The application populates this field automatically, using
information about the recipient already in the application.
! Pager Number—The application auto-populates this field with the
pager’s telephone number, when possible. If the pager number is
unavailable to the application, you must enter the pager number
manually. See Manual Pager Number.
! Pager Email—If the pager has an email address, type it here. If you are
sending the page to a person, this information is available on the
Notifications tab, as described previously.
! Manual Pager Number—If the pager’s telephone number is not available
automatically from the paging system, type the pager’s telephone number
here.
! Alphanumeric Pager Message or Numeric Pager Message—Type your
message in this field. Be aware that only one of these fields is enabled,
depending on the type of pager the recipient carries.

User’s Guide
Sending pages and email messages ! 63
Sending email
You can send messages about the current record using the Incident
Management Email System.
You can use this function to send email to any valid email address. This might
include an SMS recipient or wireless PDA user, if you can send email to the
device.
" To send an email message
want to send an email message.
2 In the navigation pane, choose Functions > Email System.
The Email System dialog box appears.
Figure 2-16: Completed Email System dialog box

3 Indicate the recipient by selecting one of the following options:
! Current Contact—When you open the Email System form, if there is a
current contact assigned to the record, the contact’s name with contact
information appears in the table and is the default recipient.
! Current Assignee—To select the current assignee, click Select Current
Assignee. The current assignee’s name with contact information appears
in the table.
4 To select another recipient, perform the following steps:
a Complete the fields in the People Search Criteria area.
b Click Search.
c When the search finishes, select the recipient’s name in the search results
table.
If you need help determining the correct name in the list, you can see more
information about an individual by selecting their name from the list, then
clicking View. This opens the People form, which contains detailed
information about the recipient.
5 Complete the email information fields. See the list that follows for a
description of the fields.
! Internet Email—This displays the recipient’s email address.
When you select the email recipient, as described in steps 3 and 4, the
internet email address updates from the people record.
! Email Subject Line—By default, the subject line contains the incident ID
number, to which you can append text or over-type.
! Email Message Body—You type the message text here. A series of buttons,
to the right of the Email Message Body field, lets you automatically insert
text from the record into the message text; these buttons let you insert the
following values:
! Status
! Summary
! Details
! Resolution

User’s Guide
Note: If one or more of these buttons appear disabled, it means the
corresponding field in the record contains no information.
! Email Attachment—You can attach a file to the email message (you are
limited to just one attachment). To do this, right-click inside the Email
Attachment table, then click Add. The Add Attachment dialog box
appears. Navigate to, and then select, the file you want to attach. Click
Open. Details of the attached file appear in the table.
Working with reports ! 65
6 Click Send Email Now.
Working with reports
Incident Management provides a variety of predefined reports to give you
quick and easy access to information the application. You use the Report
console to generate these reports. If the predefined reports return more
information than you need, you can manage the scope of the report using
qualifications. For information about using qualifications, see “Using
qualifications to generate a report” on page 67.
Important: If you use Crystal Reports software to modify the prepared
reports supplied with Incident Management, Customer Support can
provide only limited assistance if you have a reporting problem. In
addition, there is no guarantee that problems resulting from these
modifications can be solved. The standard reports included with Incident
Management are designed to be used without modification.
Generating a report
Use this procedure to generate a standard report without using qualifications
(for information about generating reports with qualifications, see “Using
qualifications to generate a report” on page 67).
" To generate a report
General Functions > Reports.
The Report console appears.

Figure 2-17: Report console
2 From the Report Name list, select the report you want to generate.
Report Description
Incidents by Activity Time This report lists all open incidents and
3 If you select a report that requires a date range, the date range field appears.
Select a start date and end date for the report.
the amount of time since the reported
date.
Open Incident Volume by Assignee This bar chart displays the number of
open incidents for each assignee.
Resolved and Closed Incident Volume
by Assignee
This bar chart displays the number of
resolved and closed incidents for each
assignee.
Group Assignment to Incidents This report lists incidents and their
assigned support groups for a
specified date range.
Change Induced Incidents This report lists incidents that were
caused by changes.
Note: This report is available only if
Change Management is installed.

User’s Guide
4 From the Destination list, select one of the following output destinations:
! Screen—Your report appears in a separate dialog box.
! Printer—The report is sent to the printer you specified in the Print Setup
dialog box.
! File—The report is saved to the path and file you specify.
5 Click Run Report.
Using qualifications to generate a report
You can manage the scope of a report by adding qualifications to the criteria
used by the report engine to generate the report content. You can tell the
report to search only certain specified fields for particular values, or build
advanced qualifications using field names, keywords, and operators. By
saving the qualifications, you can rerun the qualified report without having
to re-specify the qualifications.
The following procedure describes how to create basic report qualifications
from the Define Report Qualification area of the Report console. To create a
report using advanced qualifications, see “Using advanced qualifications to
generate a report” on page 69.
" To use qualifications to generate a report

Figure 2-18: Report console
2 From the Report Name list, select the name of the report you want to
generate.
3 In the Define Report Qualification area, create your qualifications from the
lists.
For example, to create the qualification
“Cost Center = 001”
select “Cost Center” from the list in the left column, select “=” from the
operand list (middle column), then type “001” in the right column.
You can use all five rows in the area to define qualifications.
4 To save the qualification, click Save Qualification.
You are prompted to name the qualification.
Note: By saving the qualification, you can rerun this report without defining
the qualification again. See “Generating a report using saved
qualifications” on page 70.
5 In the Qualification Name field, enter a name for your qualification, and
click OK.
A message appears stating that your qualification is saved.
6 Click OK.

User’s Guide
The Report console reappears.
dialog box.
8 Click Run Report.
Using advanced qualifications to generate a report
The following procedure describes how to generate a report using advanced
qualifications.
" To generate a report using advanced qualifications
2 From the Report Name list, select the name of the report you want to
generate.
3 Click Advanced Qualification.
The Advanced Qualification Builder dialog box appears.
Figure 2-19: Advanced Qualification Builder dialog box
4 Using the buttons in the qualification builder, construct your qualification.
5 Click Save.

Note: By saving the qualification, you can rerun this report without defining
the qualification again. See “Generating a report using saved
qualifications” on page 70.
dialog box.
7 Click Run Report.
Generating a report using saved qualifications
You can generate a report using qualifications that you created and saved
previously.
" To generate a report using a saved qualification
2 Click Select Saved Qualification.
The Saved Qualifications dialog box appears.
Figure 2-20: Saved Qualifications dialog box
3 Select the qualification from the table, and click Return Selected.

User’s Guide
dialog box.
5 Click Run Report.

Chapter 3 Working with the Requester
Working with the Requester console ! 73
console
The Requester console serves as the front end for the BMC Remedy Change
Management and BMC Remedy Incident Management applications. It
provides an easy, user-friendly interface that allows users to quickly submit
requests for change or incidents to IT through the two back-end applications.
! Requester role (page 74)
! Service Request Management users (page 74)
! Understanding the Requester console (page 76)
! Working with service requests (page 80)
! Working with service requests as the Request Master (page 91)
! Service Request form (page 98)
! Working with the Solution database (page 101)
! Viewing broadcast messages (page 102)

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